Stellantis Certification

Which are the Stellantis brands we are working with?

• Dodge, Jeep, Ford, Toyota and Honda

• Chrysler, Dodge, Jeep, Ram, Fiat and Alfa Romeo

• Ram, Chrysler, Volkswagen, Honda and Ford

• Dodge, Chrysler, Jeep, Ram, Ford and Toyota

If the customer states they have already purchased a vehicle- what is the next question we should ask?

• No question is needed- thank them and end the call.

• Are you still in the market for a new vehicle?

• Are you still considering a new model?

• What type of vehicle did you purchase?

The customer states they have not purchased and are still looking for a new Jeep Cherokee. What should we do next?

• Wish them luck in their search and end call. Dispo as working with dealership.

• Let the customer know there are new incentives-and look up the offers.

• Invite the customer into the dealership.

• Let the customer know we will pass along their information and have someone from the dealership follow up with them.

The customer states they have purchased a Toyota Rav 4 because they received a better lease deal. What is the disposition?

• Already Purchased Other Brand

• Already Purchased

• Not Interested

• Working with Dealership

How do we check the incentives and offers?

• Performing a google search for the brand and model they are interested in.

• Visiting the brand website and locating the correct vehicle.

• Visiting the brand website-under shopping tools then incentives and offers.

• Visiting the dealer website to check their local offers.

We come back from placing the customer on hold and provide them with the incentives on the vehicle they're interested in. What is your next step?

• Let the customer know they can walk in any time to test drive the vehicle.

• Ask the customer when is the soonest they can come in and review their options.

• Let the customer know we will have an advisor follow up with the customer to set up their appointment.

• Ask the customer if they have any other additional questions.

The customer would like to visit the dealership this upcoming Saturday at 10:00 am. How can we find the dealership's hours of operation? Select all that apply.

• “Find a Dealer” on the brand website.

• Copy and paste the dealer’s name into a Google search and find the hours of operation for sales.

• We don't need to check the hours- just schedule when the customer wants to visit.

• The dealership hours will be listed in Five9.

You have confirmed the customer would like to visit on Tuesday at 11:00 am. What do we first need to include and what do you set as the disposition?

• Fill out appointment template in Five9 comments and dispo Stellantis Unsold Hot Lead

• Fill out hot lead template in Five9 comments and dispo Stellantis Unsold Hot Lead

• Fill out appointment template in Five9 comments and dispo Stellantis Unsold Appointment

• Fill out hot lead template in Five9 and dispo Stellantis Unsold Appointment

The customer states they want to come in to visit the dealership today but are not sure what time they will be off work, how do you proceed?

• Tell the customer that we have to have a specific time and give the dealership number to the customer.

• Let the customer know we have an evening appointment of 5:00 pm and ask if that works for them?

• Let the customer know we can put them down for a tentative appointment.

• Say no problem and let the customer know we will have someone from the dealer reach back out to them.

The customer is interested in the vehicle but states they have some concerns regarding their credit. How do you handle this?

• Ignore the customer's concerns and invite them in to the dealership to review their options.

• Let the customer know they can submit an application online, then thank them for their time and dispo as working with dealer.

• Let the customer know that the the dealership does work with many different lending institutions; some that even help re-establish credit if that’s what necessary and invite them in to review options.

• Let the customer know that we will pass along their concerns and have a finance specialist follow up then send a hot lead.